Product Support Expert - Level 1

Are you ready to take on an exciting role as a Product Support Expert at Meltwater? We’re looking for enthusiastic, people-oriented individuals to join our dynamic team and deliver outstanding customer experiences. In this role, you will help our clients navigate Meltwater’s Media Intelligence Platform, ensuring their experience is smooth, informative, and valuable. Meltwater isn't just about work; it's a pathway to personal and professional evolution. Here, you'll immerse yourself in an ecosystem that cultivates your skills, promotes mentorship, and advocates for inclusive leadership. Engage with experienced Customer Support Experts and accomplished leaders who stand ready to support you at every turn. Be a part of our vibrant community, where your unique contributions are celebrated, and you're empowered to unleash your full potential. What You'll Do: Provide excellent product support to our clients via email and live chat to enhance the client experience. Influence product development through valuable feedback to our Product and Engineering teams. Be able to remain organized and be able to prioritize in a high-volume environment. Take ownership of support tickets from start to completion while providing value-added information. Be an expert on Meltwater products and features as they are launched and engage with our Support Experts globally. Contribute to our internal product training sessions and engage with our global Support team. Support a variety of technical projects focused on maintaining Meltwater applications and enhancing Client Support workflows, tools, and efficiencies. Drive and implement new initiatives to enhance support across the client lifecycle, including designing solutions, engaging stakeholders, documenting standards for best practices, providing feedback, and designing newsfeeds for client engagement What You'll Bring: A Bachelor’s degree in any discipline, or up to one year of relevant work experience in customer service, hospitality, teaching, or similar people-focused roles. Proficient in both English with the ability to communicate clearly and professionally in written and spoken contexts. Strong communication skills with the ability to connect with clients and colleagues in a clear, friendly, and professional manner. A collaborative, proactive, and solution-oriented mindset, eager to contribute to team success. Enthusiasm for learning, a growth mindset, and a drive to develop your career in a support-focused environment. Familiarity with ticketing or live chat systems is a plus, but not required. Excellent written and verbal communication skills in English. Willingness to work on a hybrid schedule with 3 days in the office. The position may include occasional shifts outside standard office hours to ensure timely client support. The ability to legally work in the country of hire is required for this position What We Offer: Enjoy flexible paid time off options for enhanced work-life balance. Gym & wellness allowance through our partnership with ClassPass. Community Outreach Days get involved & undertake charity work or volunteer as paid days off, based on employee tenure. Car Lease Benefit partnered with Autopia, the perk of novated leasing, a tax-effective way to own and run a car. Employee assistance programs cover mental health, legal, financial, wellness, and behaviour areas to ensure your overall well-being. Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters. Energetic work environment with a hybrid work style, providing the balance you need. Benefit from our family leave program, which grows with your tenure at Meltwater. Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career. Where You'll Work: 8 Exhibition St, Level 21, Tenancy 4, Melbourne, Victoria, 3000. When You'll Join: July 2026 Our Story At Meltwater, we believe that when you have the right people in the right environment, great things happen. Our best-in-class technology empowers our 27,000 customers around the world to make better business decisions through data. But we can’t do that without our global team of developers, innovators, problem-solvers, and high-performers who embrace challenges and find new solutions for our customers. Our award-winning global culture drives everything we do and creates an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other’s successes along the way. We are innovators at the core who see the potential in people, ideas and technologies. Together, we challenge ourselves to go big, be bold, and build best-in-class solutions for our customers. We’re proud of our diverse team of 2,200+ employees in 50 locations across 25 countries around the world. No matter where you are, you’ll work with people who care about your success and get the support you need to unlock new heights in your career. We are Meltwater. Inspired by innovation, powered by people.